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Job Title: Student Device Support Specialist (Onsite)
Location: Atlanta, GA
Duration: 6 Months+
Pay Rate: $20/hr
Job Description:
Adhere to established standard operating procedures and service level agreements through the following:
Maintain exceptional customer service posture at ALL TIMES.
Build strong relationships with the school administration team, including but not limited to the Principal, Assistant Principal, Main Office staff, business managers and media specialists.
Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported.
Escalate complex issues to the senior technician for the assigned cluster as first point of contact.
Support a teaming environment with field support technicians at other schools within your assigned cluster and beyond.
Perform support activities including but not limited to:
- Maintain and update Chrome carts for student use.
- Install OS updates and patches on Chrome, Apple and Windows based PC devices.
- Maintain accurate asset assignments in Asset Management System.
- Conduct bi-annual inventory of student devices.
- Maintain work areas and work spaces.
- Coordinate removal of obsolete equipment as required.
- Serve as first point of contact for Media Center Specialists/Technical Liaisons for one-to-one student devices.
- Assist with planning, coordination, deployment & collection of student equipment.
Document all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes.
Record and submit checklists or other documentation as required for upward reporting and accountability.
Attend mandatory monthly professional development meetings.
Retrieve parts or other items needed to resolve issues from the APS IT Warehouse.
Serves as lead asset management specialist for schools.
Ensures Digital Bridge technical teams are following set processes & procedures.
Technical support liaison between Schools, Information & Instructional Technology.
Works directly with break-fix vendor on receiving equipment and turning equipment over for repairs or re-distribution.
Liaison and Asset Management & Ticketing System ambassador for schools.
Trains and assists Digital Bridge Team members with Incident IQ asset management & ticketing.
Works with School Field technicians on device support flow for existing assets outside of the 40,000 new student devices.
Skills and Qualifications:
3+ years of work experience minimum
A+ Certification a plus
Strong customer service skills
Strong oral and written communication skills
Proficient in understanding network infrastructure and wireless support
Prior experience with desk side support is a MUST
Microsoft Windows certification is a plus
ITIL experience/certification is a plus
Must have clean criminal record with the ability to pass fingerprint background check
Must be authorized to work in the United States
Must hold a valid driver's license and dependable personal vehicle
Personal Attributes:
Must be punctual, present and visible throughout the work day
Creative, curious, analytical, enthusiastic and display strong attention to detail
Ability to work independ
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